Customer Journey Specialist, Americas

Customer Journey Specialist, Americas

Hello from the Recruiting Team!

We are looking for a Customer Journey Specialist at Customer.io, where you'll be the bridge between new trial users and long-term, successful customers in our self-serve tier. Your mission : help customers get value from our platform quickly so they're excited to become (and stay) paying users.

This is a brand new role ideal for someone who loves connecting with people, enjoys solving problems, and is motivated by helping customers succeed. You'll combine the curiosity and customer focus of CSM skills with the proactive communication and drive of our BDRs. However, this is not a sales role. It's a customer value and relationship role.

You'll work with people who have already signed up for a trial or are existing customers - no cold outreach - and your impact will be felt through a boost in activations, higher conversion rates, and happier customers.

What You'll Do

• Engage with trial users early and often : Reach out to new sign-ups to understand their goals, guide them through key setup steps, and help them see value quickly.
• Capture and share feedback : Surface insights from customer interactions to inform the team's overall approach, design scalable digital outreach programs, and uncover the potential of product improvements.
• Help customers get to "aha" moments : Understand what success looks like for each user, and provide practical advice and support to help them achieve it.
• Spot and support growing accounts : Identify customers showing signs of rapid adoption or needing extra help, and proactively reach out to accelerate success on both ends of the spectrum.
• Collaborate across teams : Partner with Product and Engineering, Customer Success, and Support to ensure customers get timely help and a smooth experience transitioning from trial to paying customer.
• Monitor engagement and usage : Use data to identify patterns - who's getting stuck, who's thriving, and tailor your outreach accordingly.
• Educate and empower : Share best practices, product tips, and relevant resources to help users become confident with our platform.

About You

What We're Looking For

Bonus Points If You Have

Why You'll Love Working Here

This is a foundational role on our Account Management team. As we build out a new approach for supporting and growing our self-serve tier, this role is an opportunity to directly influence how we activate and retain customers at scale. You'll be part of a collaborative, supportive team that values curiosity, empathy, and experimentation. And as you grow, you'll have opportunities to advance into other areas like Customer Success, Sales, or the Premium Account Management team.

Compensation & Benefits

We believe in transparency. The salary for this role is $72,000 base + $18,000 variable = $90,000 OTE USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we're committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io.

Join Us!

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read apply now.